IDEAS home Printed from https://ideas.repec.org/a/eee/joreco/v63y2021ics0969698921002605.html
   My bibliography  Save this article

Conflict management capabilities in franchising

Author

Listed:
  • Perrigot, Rozenn
  • López-Fernández, Begoña
  • Basset, Guy

Abstract

Conflicts are common in franchising, however, they become dysfunctional above a certain threshold. Our aim is to understand how conflict management processes and, in particular, problem solving, persuasion, bargaining and politics, are developed and implemented within franchise chains and how they contribute to franchisors’ organizational capabilities. We do so through a qualitative study based on 44 in-depth interviews with franchisors and franchisees operating in France. Our main findings show that the implementation of these conflict management processes over time and with various franchisees nurture conflict management capabilities of franchisors.

Suggested Citation

  • Perrigot, Rozenn & López-Fernández, Begoña & Basset, Guy, 2021. "Conflict management capabilities in franchising," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
    • Handle: RePEc:eee:joreco:v:63:y:2021:i:c:s0969698921002605
    DOI: 10.1016/j.jretconser.2021.102694
    as

    Download full text from publisher

    File URL: http://www.sciencedirect.com/science/article/pii/S0969698921002605
    Download Restriction: Full text for ScienceDirect subscribers only
    File URL: https://libkey.io/10.1016/j.jretconser.2021.102694?utm_source=ideas
    LibKey link: if access is restricted and if your library uses this service, LibKey will redirect you to where you can use your library subscription to access this item
    ---><---

    As the access to this document is restricted, you may want to search for a different version of it.

    References listed on IDEAS

    as
    1. Evelien Croonen, 2010. "Trust and Fairness During Strategic Change Processes in Franchise Systems," Journal of Business Ethics, Springer, vol. 95(2), pages 191-209, August.
    2. Nabil Ghantous & Shobha Das & Fabienne Chameroy, 2018. "Governance capabilities and relationship performance in international franchising," Post-Print hal-01796248, HAL.
    3. Danneels, Erwin & Vestal, Alex, 2020. "Normalizing vs. analyzing: Drawing the lessons from failure to enhance firm innovativeness," Journal of Business Venturing, Elsevier, vol. 35(1).
    4. Dildar Hussain & Marijana Sreckovic & Josef Windsperger, 2018. "An organizational capability perspective on multi-unit franchising," Post-Print hal-02001257, HAL.
    5. Sugato Bhattacharyya & Francine Lafontaine, 1995. "Double-Sided Moral Hazard and the Nature of Share Contracts," RAND Journal of Economics, The RAND Corporation, vol. 26(4), pages 761-781, Winter.
    6. Szulanski, Gabriel & Jensen, Robert J., 2008. "Growing through copying: The negative consequences of innovation on franchise network growth," Research Policy, Elsevier, vol. 37(10), pages 1732-1741, December.
    7. Madsen, Signe Mørk & Petermans, Ann, 2020. "Designing retail - Unravelling coping strategies through emphatic interviewing owner managers," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    8. Wu, Chih-Wen, 2015. "Antecedents of franchise strategy and performance," Journal of Business Research, Elsevier, vol. 68(7), pages 1581-1588.
    9. Josef Windsperger & Gérard Cliquet & N. B. Hendriksen & Marijana Sreckovic, 2019. "Design and Management of Interfirm Networks," Post-Print halshs-02379935, HAL.
    10. Rozenn Perrigot & Olivier Herrbach & Gérard Cliquet & Guy Basset, 2017. "Know-how transfer mechanisms in franchise networks: a study of franchisee perceptions," Post-Print halshs-01615110, HAL.
    11. Nicholas Argyres & Janet Bercovitz, 2015. "Franchisee Associations as Sources of Bargaining Power? Some Evidence," Journal of Economics & Management Strategy, Wiley Blackwell, vol. 24(4), pages 811-832, October.
    12. Arturs Kalnins & Francine Lafontaine, 2004. "Multi-unit Ownership in Franchising: Evidence from the Fast-Food Industry in Texas," RAND Journal of Economics, The RAND Corporation, vol. 35(4), pages 747-761, Winter.
    13. Weaven, Scott & Quach, Sara & Thaichon, Park & Frazer, Lorelle & Billot, Ken & Grace, Debra, 2021. "Surviving an economic downturn: Dynamic capabilities of SMEs," Journal of Business Research, Elsevier, vol. 128(C), pages 109-123.
    14. David J. Collis, 1994. "Research Note: How Valuable are Organizational Capabilities?," Strategic Management Journal, Wiley Blackwell, vol. 15(S1), pages 143-152, December.
    15. Wang, Jeff Jianfeng & Grünhagen, Marko & Ji, Li (Jenny) & Zheng, Xu (Vivian), 2020. "Conflict Aftermath: Dispute Resolution and Financial Performance in Franchising," Journal of Retailing, Elsevier, vol. 96(4), pages 548-562.
    16. Gillis, William E. & Combs, James G. & Yin, Xiaoli, 2020. "Franchise management capabilities and franchisor performance under alternative franchise ownership strategies," Journal of Business Venturing, Elsevier, vol. 35(1).
    17. David J. Teece & Gary Pisano & Amy Shuen, 1997. "Dynamic capabilities and strategic management," Strategic Management Journal, Wiley Blackwell, vol. 18(7), pages 509-533, August.
    18. Doherty, Anne Marie, 2009. "Market and partner selection processes in international retail franchising," Journal of Business Research, Elsevier, vol. 62(5), pages 528-534, May.
    19. Wohlgemuth, Veit & Wenzel, Matthias & Berger, Elisabeth S.C. & Eisend, Martin, 2019. "Dynamic capabilities and employee participation: The role of trust and informal control," European Management Journal, Elsevier, vol. 37(6), pages 760-771.
    20. Kathleen M. Eisenhardt & Jeffrey A. Martin, 2000. "Dynamic capabilities: what are they?," Strategic Management Journal, Wiley Blackwell, vol. 21(10‐11), pages 1105-1121, October.
    21. Rozenn Perrigot & Guy Basset, 2018. "Resale pricing in franchised stores: A franchisor perspective," Post-Print halshs-01767449, HAL.
    22. Dildar Hussain & Marijana Sreckovic & Josef Windsperger, 2018. "An organizational capability perspective on multi-unit franchising," Small Business Economics, Springer, vol. 50(4), pages 717-727, April.
    23. Perrigot, Rozenn & Basset, Guy, 2018. "Resale pricing in franchised stores: A franchisor perspective," Journal of Retailing and Consumer Services, Elsevier, vol. 43(C), pages 209-217.
    24. Brickley, James A & Misra, Sanjog & Van Horn, R Lawrence, 2006. "Contract Duration: Evidence from Franchising," Journal of Law and Economics, University of Chicago Press, vol. 49(1), pages 173-196, April.
    25. Jakki Mohr & Robert Spekman, 1994. "Characteristics of partnership success: Partnership attributes, communication behavior, and conflict resolution techniques," Strategic Management Journal, Wiley Blackwell, vol. 15(2), pages 135-152, February.
    26. Steven C. Michael, 2000. "Investments to create bargaining power: the case of franchising," Strategic Management Journal, Wiley Blackwell, vol. 21(4), pages 497-514, April.
    27. Ghantous, Nabil & Das, Shobha S. & Chameroy, Fabienne, 2018. "Governance capabilities and relationship performance in international franchising," Journal of Retailing and Consumer Services, Elsevier, vol. 40(C), pages 19-30.
    28. Anne Marie Knott, 2003. "The organizational routines factor market paradox," Strategic Management Journal, Wiley Blackwell, vol. 24(10), pages 929-943, October.
    29. Sidney G. Winter, 2003. "Understanding dynamic capabilities," Strategic Management Journal, Wiley Blackwell, vol. 24(10), pages 991-995, October.
    Full references (including those not matched with items on IDEAS)

    Citations

    Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
    as


    Cited by:

    1. Filipiak, Tadeusz & Wicki, Ludwik & Wrzesinska-Kowal, Joanna, 2023. "Resilience of Franchise Systems in the United States and Poland to Shocks on the Example of Covid-19 Period," Roczniki (Annals), Polish Association of Agricultural Economists and Agribusiness - Stowarzyszenie Ekonomistow Rolnictwa e Agrobiznesu (SERiA), vol. 2023(3).
    2. González-Márquez, Rafael & Rosa-Díaz, Isabel María & Caro-González, Francisco Javier & Galán-González, José Luis, 2023. "Where to internationalise and why: Country selection by restaurant franchises," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).

    Most related items

    These are the items that most often cite the same works as this one and are cited by the same works as this one.
    1. Perrigot, Rozenn & López-Fernández, Begoña & Basset, Guy, 2020. "“Conflict-performance assumption†or “performance-conflict assumption†: Insights from franchising," Journal of Retailing and Consumer Services, Elsevier, vol. 55(C).
    2. Rozenn Perrigot & Begoña López-Fernández & Guy Basset & Olivier Herrbach, 2020. "Resale pricing as part of franchisor know-how," Post-Print halshs-02566446, HAL.
    3. Eunkyung Lee & Ji-Hern Kim & Chang Seop Rhee, 2021. "Effects of Marketing Decisions on Brand Equity and Franchise Performance," Sustainability, MDPI, vol. 13(6), pages 1-15, March.
    4. Georg Schreyögg & Martina Kliesch, 2006. "Zur Dynamisierung Organisational Kompetenzen — „Dynamic Capabilities“als Lösungsansatz?," Schmalenbach Journal of Business Research, Springer, vol. 58(4), pages 455-476, June.
    5. Tobias Knabke & Sebastian Olbrich, 2018. "Building novel capabilities to enable business intelligence agility: results from a quantitative study," Information Systems and e-Business Management, Springer, vol. 16(3), pages 493-546, August.
    6. Hazhir Rahmandad, 2012. "Impact of Growth Opportunities and Competition on Firm-Level Capability Development Trade-offs," Organization Science, INFORMS, vol. 23(1), pages 138-154, February.
    7. Jasna Prester, 2023. "Operating and Dynamic Capabilities and Their Impact on Operating and Business Performance," Sustainability, MDPI, vol. 15(20), pages 1-24, October.
    8. Cleverton Rodrigues Fernandes & André Gustavo Carvalho Machado, 2019. "Technology Transfer Capability: development dynamics in higher education institutions," Brazilian Business Review, Fucape Business School, vol. 16(1), pages 1-15, January.
    9. Heimeriks, K. & Duysters, G.M. & Vanhaverbeke, W.P.M., 2004. "The evolution of alliance capabilities," Working Papers 04.20, Eindhoven Center for Innovation Studies.
    10. Guo, Shiau-Ling, 2023. "The governance implication of the geographic concentration of franchise activities for franchise relationships," Journal of Business Research, Elsevier, vol. 157(C).
    11. Natarajan Balasubramanian, 2011. "New Plant Venture Performance Differences Among Incumbent, Diversifying, and Entrepreneurial Firms: The Impact of Industry Learning Intensity," Management Science, INFORMS, vol. 57(3), pages 549-565, March.
    12. Simone Sehnem & Adriane A. Farias S. L. de Queiroz & Susana Carla Farias Pereira & Gabriel dos Santos Correia & Edson Kuzma, 2022. "Circular economy and innovation: A look from the perspective of organizational capabilities," Business Strategy and the Environment, Wiley Blackwell, vol. 31(1), pages 236-250, January.
    13. Weaven, Scott & Quach, Sara & Thaichon, Park & Frazer, Lorelle & Billot, Ken & Grace, Debra, 2021. "Surviving an economic downturn: Dynamic capabilities of SMEs," Journal of Business Research, Elsevier, vol. 128(C), pages 109-123.
    14. Inigo, Edurne A. & Albareda, Laura, 2019. "Sustainability oriented innovation dynamics: Levels of dynamic capabilities and their path-dependent and self-reinforcing logics," Technological Forecasting and Social Change, Elsevier, vol. 139(C), pages 334-351.
    15. Liliya Oxtorp, 2014. "Dynamic managerial capability of technology-based international new ventures—a basis for their long-term competitive advantage," Journal of International Entrepreneurship, Springer, vol. 12(4), pages 389-420, December.
    16. Manis, K.T. & Madhavaram, Sreedhar, 2023. "AI-Enabled marketing capabilities and the hierarchy of capabilities: Conceptualization, proposition development, and research avenues," Journal of Business Research, Elsevier, vol. 157(C).
    17. Pinho, José Carlos & Prange, Christiane, 2016. "The effect of social networks and dynamic internationalization capabilities on international performance," Journal of World Business, Elsevier, vol. 51(3), pages 391-403.
    18. Hirokazu Kano, 2021. "The dilemma and its solution of deep uncertainty in the dynamic capabilities framework: Insights from modern Austrian economics," Managerial and Decision Economics, John Wiley & Sons, Ltd., vol. 42(3), pages 605-611, April.
    19. Jason Li-Ying & Yuandi Wang & Lutao Ning, 2016. "How do dynamic capabilities transform external technologies into firms’ renewed technological resources? – A mediation model," Asia Pacific Journal of Management, Springer, vol. 33(4), pages 1009-1036, December.
    20. Li, Shenxue & Easterby-Smith, Mark & Hong, Jacky F.L., 2019. "Towards an understanding of the nature of dynamic capabilities in high-velocity markets of China," Journal of Business Research, Elsevier, vol. 97(C), pages 212-226.

    Corrections

    All material on this site has been provided by the respective publishers and authors. You can help correct errors and omissions. When requesting a correction, please mention this item's handle: RePEc:eee:joreco:v:63:y:2021:i:c:s0969698921002605. See general information about how to correct material in RePEc.

    If you have authored this item and are not yet registered with RePEc, we encourage you to do it here. This allows to link your profile to this item. It also allows you to accept potential citations to this item that we are uncertain about.

    If CitEc recognized a bibliographic reference but did not link an item in RePEc to it, you can help with this form .

    If you know of missing items citing this one, you can help us creating those links by adding the relevant references in the same way as above, for each refering item. If you are a registered author of this item, you may also want to check the "citations" tab in your RePEc Author Service profile, as there may be some citations waiting for confirmation.

    For technical questions regarding this item, or to correct its authors, title, abstract, bibliographic or download information, contact: Catherine Liu (email available below). General contact details of provider: https://www.journals.elsevier.com/journal-of-retailing-and-consumer-services .

    Please note that corrections may take a couple of weeks to filter through the various RePEc services.

    IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.